nintendo switch 2 bundle online codes already been used

[aaronrhodes91]

i recently ordered and received the nintendo switch 2 bundle with 24 months switch online, express memory card and donkey kong game

after setting up the console and signing in went to use the code cards given, but receive an error after typing stating the codes have already been used,

tried ringing 150 didn’t realise it was hard these days to actually talk to someone and not have to press a ton of different numbers which still doesn’t get to you to a point of talking 

[Misaac82]

Can you send me a private mail about this issue aswell please. I have just received my switch 2 order, and have had the exact same problem, with the same starting sequence im the code. I would like this issue resolved ASAP, or I will return all products I have with ee, and cancel all contracts

[Leanne_T]

Morning @Misaac82 

I'm sorry this has happened with the code. 

The best people to get this looked into will be our mobile guides, if you can get in touch, they will get this looked into for you and see what is needed to get this resolved. If this is is not sorted when you call, you can request to open a complaint. 

Thanks. 

Leanne.

[benthehuman]

I followed that advice and all I was given was the same excuse that Nintendo had to sort it. I don't know why your guides feel that EE doesn't have to follow the Consumers rights Act but it's your legal obligation to resolve the matter as you're the retailer that sold me these vouchers, not Nintendo.

So what am I meant to do now? Just file a complaint and go to the ombudsman?

[Lesley_W]

Hi @benthehuman 

Thanks for coming to our community. 

I'm disappointed that you didn't get the help you needed when you called. 

If at any point when speaking to our customer service team you don't feel like you are getting the help you need, you can ask to make a complaint. 

Alternatively, you can see other ways to make a complaint here ee.co.uk/help/contact-ee/complaint 

Lesley

[JHumphrey13]

I have been trying to deal with this same issue for 3 months now, it has been impossible to get through to a person when contacting customer service. EE used to be an easy company to deal with but I feel completely ripped off 

[Stewyb2]

Update and for anyone else with the same problem:

Called 150 and managed to get through to the right area (I think I went via phone contract - additional packages - reached an operator). The guy I spoke to was very aware of the issue and escalated it to their gaming team who gave me a call a few days later. Confirmed the codes were redeemed and gave them to the caller who said they would be sending new codes although he didn't specify how I'd get them. 

Now this was on Tuesday (3 days ago as of this post) and I've not heard anything or received anything so I can't say this is resolved yet but I'm hopeful. If I hear nothing after a week and resort to calling them up again chasing an update I'll be pretty annoyed but lets hope it doesn't get to that stage. 

Hopefully people find this a lot more helpful than the community support team just stock answering to call customer support or raising a complaint, no offense. 

[Stewyb2]

The saga continues.

Radio silence so I called up again last Tuesday, talked to a lovely bloke who sent a few e-mails and chased things up for me. Nothing since. I'm planning to call again tomorrow, hopefully end up with the entire EE support chasing this up. Not just going to drop it.

[Stewyb2]

My optimism that I was getting somewhere is now long gone. Like people previously stated in the thread it looks like I'm going to have to go the legal route and raise a claim against EE through whatever bodies are around to enforce the 2015 Consumer Rights Act. Obviously a hollow threat but not a chance I'd recommend or shop through EE again after this, probably strongly reconsider my phone provider now too. Ridiculous. 

[Leanne_T]

Morning @Stewyb2 

I'm sorry this hasn't been resolved for you since you last posted. 

Have you been back in touch with our mobile guides to get an update on the codes? 

If this is not sorted, you can ask to open a complaint and one of our complaints guides will check everything over and get in touch with you. 

Leanne.